Good Day,
As Im sure many of you have encountered, we have recently had to move much of our staff to home-based. To do that we are relying primarily on Jabber 12.5 softphones.
I have a few of scenarios I am trying to clarify in regard to functionality.
For jabber 12.5 for windows - finesse 11.5 agents and call manager 11.5:
With Supervisors in-house with a 7965 (where they previously silent-monitored), should they be able to monitor home-based finesse agents using jabber phones? (This question I have been able to verify - as long as built-in-bridge and monitoring css are set on both phones, the supervisor was able to monitor both with desk phone and jabber phone while inhouse)
With Supervisors at home - using Jabber phones, should they be able to monitor home-based finesse agents using jabber phones?
With Supervisors at home with a 7965 or 8841 with VPN creds or using MRA (8841s), should they be able to monitor home-based finesse agents using jabber phones?
Using Verint phone-side call recording - is it impossible, possible, likely we should be able to record the home-based jabber users>
